Asst. Operations Manager
Dimension Data
Total years of experience :13 years, 4 Months
Dimension Data (Wholly owned subsidiary of Nippon Telegraph and Telephone - NTT Japan), a Fortune 50 company.
Provides information technology products and support services for data center technologies, Network Security, Network integration, Converged Communications (UC), Microsoft applications support etc. In addition to offering the sale of physical data centers and Solutions Design, it provides operation, management, transformation, and relocation of such data centers. Being the platinum partner of Cisco, Dimension Data boasts of being the biggest support provider of Cisco devices and technologies globally. https://www2.dimensiondata.com/
Key Responsibilities:
Managing four engineering teams - LAN/WAN team, NET-SEC team, Unified Communication team and Data Center Services team. (Approx. 45 Engineers & Tech Leads)
Supervising daily operations of the engineering organization and dependencies on support functions. Address operational issues and concerns in a timely fashion and proactively envision and resolve foreseen bottlenecks.
Ensure operational excellence and excellent customer handling and continuous delivery of services 24x7x365. Business continuity.
Develop quality oriented, productive, achievement oriented working environment for employees. Educate team on best practices, company policies and service excellence standards. Develop and maintain operational guidelines for staffs.
Oversee operational cost, risk and audit activities.
Assist in interviewing, recruiting, training, performance evaluation, promotion and termination activities. Determine staffing requirements, work assignment and schedules. Evaluate quality, utilization, CSAT, Breach reports, Service tickets and drive the team towards better holistic performance and individual growth.
Coordinate with Operations head in different operational issues and promotional activities. Evaluate current operational strategies and recommend improvements.
Setup Catalyst Business Solution’s Green Data Centre and NOC in the national capital region of India
•Build an offshore services delivery team providing IT Infrastructure and application support services for in-house and clients
•Solution and pre-sales support for opportunities designed to leverage the capabilities in India
•Operations Management of the Data Centre and the Offshore IT Services team
Achievements
•Built a 1600 sq. ft white space, Tier III, Data Centre providing hosting, disaster recovery, IT backup and in-house IT business applications
•Successfully migrated all local IT infrastructure for Catalyst to India Data Centre
•Built an offshore IT services delivery team of ~60 members providing 24x7 services
•Services included - Remote IT Support, Oracle eBusiness apps support and management services, Remote Data Backup, Hosting and Collocations services, captive in-house IT support to Catalyst global operations, Managed Services for client IT Infrastructure (SMB), Training environments for Oracle University
•Setup the Tool infrastructure for remote IT support services
•ITIL aligned Process design and implementation (Service Request, Incident Handling, Problem Management and Change Management)
•Run 24x7 IT operations
•Established management system that enabled high SLA adherence and client satisfaction
Since I took immediate ownership in the startup environment of complete Operations which was much beyond my title, I was promoted into the Management role very quickly and my responsibilities were manifold increased.
From scratch, setup global operations team of 15 members (Direct Reports) in India, USA, Middle East and Africa and designed and rolled out all technical operations solutions, processes and procedures.
Provided Technical On-site/ Off-Site Support, Process Documentation, Client Onboarding, Transition, Team Building, Resource Allocation and Management,
Procurement, vendor negotiation, asset management and inventory control.
Since it was a Startup therefore my role and responsibilities went beyond my job title and continued into my new position as a Manager.
Designed and rolled out all local technical operations
solutions, processes and procedures and document
centralization solution and Unified Communication, System Setup Process, Asset tracking and inventory management process, Data security and secure login process, Procurement process, change control and management process etc. In addition Standardized and streamlined client system MACD support process (Service Desk) and maintenance procedures.
Maintained and supported Imail email server, local LAN/ WAN/ Telecom/ Wireless/ File and Print/ data backup and all other technical operations processes.
Installed and maintained Oracle Apps R12 on Windows server 2003.
System and support documentation.
Chicago Tribune, USA
Network, Systems and Data
Software and ERP Technologies - HCL Infosystem, India
MS - Electrical and Computer Engineering Dissertation: Steganography and Digital Watermarking, Information Security
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